A. Stopping recovery

Stop recovery (if applicable) as of the month we receive the waiver request.

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Input the initial waiver protest reason (if the request is in writing) or informal waiver protest reason (if the request is oral) using the Protest/Stop Recovery Request (FO)
(DRPF) screen in the debt management system (DMS) (see MS DMS 006.019).

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Annotate DMS Remarks to document your actions.

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Follow the instructions below for your specific case.

B. Waiver processing instructions

These are general waiver processing instructions. For more detailed waiver instructions,
see GN 02250.001 through GN 02250.425. For more information about personal conferences, see GN 02270.003 through GN
02270.015. If the beneficiary is not requesting a waiver decision and only wants reconsideration
of the fact or the amount of the overpayment, agrees to repay the overpayment, or
makes a compromise offer for repayment, see GN 02270.007 for miscellaneous waiver policy instruction.

C. Waiver request on the Master Beneficiary Record (MBR) or ROAR and no record of SSA-632-BK

A beneficiary may request a waiver either orally or in writing. Therefore, it is possible
that we annotated the beneficiary’s record with an informal waiver request and the
beneficiary did not submit Form SSA-632-BK, Request for Waiver of Overpayment Recovery
or Change in Repayment Rate, or the equivalent. Therefore, you must follow-up by contacting
the beneficiary to see if he or she still wishes to pursue waiver and obtain the necessary
documentation for fault, income, expenses, etc. At this point, we should have already
stopped recovery using the informal waiver protest per the instructions in GN 02201.021A in this section.

1. Contact the beneficiary by telephone

Use the following steps when contacting by telephone:

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If the beneficiary wants to pursue waiver, obtain a completed SSA-632-BK (or equivalent)
and process per GN 02201.021B.2 in this section.

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If the beneficiary does not want to pursue waiver, obtain a statement from him or
her to this effect and resume recovery via DMS. Use the Establish Offset (Debtor)
(DROA) screen for current pay or deferred case (see MS DMS 006.015). Use the Record
Installment Agreement (DRIN) screen for suspense or terminated case (see MS DMS 006.014).

NOTE: It might be necessary for the FO manager to manually clear the pending informal waiver.

2. If the FO is unable to contact the beneficiary by telephone

If you are unable to contact the beneficiary by telephone, take the following actions:

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If the beneficiary does not respond to your phone call attempts, send a 30 day close-out
letter.

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If the beneficiary does not contact the FO within 30 days, resume recovery via the
DROA or DRIN screen in DMS.

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Annotate DMS remarks.

NOTE: The close-out letter should explain that our records indicate the beneficiary expressed
interest in filing for waiver of recovery of the overpayment and that we have tried
unsuccessfully to contact him or her. Advise the beneficiary that if he or she does
not contact us within 30 days with information required to complete and process the
waiver request, we will assume he or she does not want to request waiver and recovery
will resume.

D. Waiver and reconsideration requested

The overpaid beneficiary may request reconsideration (appeal) of the overpayment and
waiver of recovery at the same time. A formal determination or dismissal of the reconsideration
is always necessary prior to making a determination on the waiver request. For more
information regarding the request for reconsideration, see GN 02201.025.

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Complete any necessary development.

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Fax the material into the Non-Disability Repository for Evidentiary Documents (NDRed)
and Paperless with a SSA-409, Postadjudicative Routing coversheet explaining this
is a combined waiver and reconsideration request.

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Annotate DMS Remarks.

After processing the reconsideration portion, the PSC will forward the waiver request
back to the FO to process if there is a remaining overpayment balance (see GN 02201.025B.4).

NOTE: The Office of International Operations (OIO) will process the waiver request along
with the reconsideration request. They do not need to forward the waiver to the FO.

E. Medicare waiver requests

Send the completed SSA-632-BK to the PSC following the instructions in HI 02201.015.